Instead of making decisions about each of the dozens of Permissions for every one of your Agents individually, you can use Permission Groups to store sets of Permissions which you can quickly apply to multiple Agents at once. These are managed from Agents > Permission Groups.

There are built-in groups called All Permissions and All Non-Destructive Permissions which cannot be edited. As you’d expect, All Permissions grants every permission to an Agent. All Non-Destructive Permissions enables an Agent to use most helpdesk functions, except those that could lead to permanent loss of information (e.g. deleting a Ticket).

Because you can’t edit these Groups, if you want an Agent to have more limited Permissions, you have to remove them from these Groups and add them to a New Group.

To create a new Permission Group, click the + New button.

In the Information tab, enter a Group Name and then select the Agents you want to add to that group. Then click on the Permissions tab and set Permissions as you would for an individual Agent. You can also set  Department Permissions for the Group.

Agents can belong to more than one Permission Group. If a Permission is granted by any of an Agent’s groups, the Agent can do the corresponding action.

You can add Agents to Permission Groups from their profile in Agents > Agent Profiles.